Case Study: Lowell achieves better customer interactions and client outcomes with Microsoft Corporation Azure Cognitive Services

Lowell improves customer interactions and delivers better client outcomes with Azure Cognitive Services

Lowell, one of Europe’s largest credit management services, faced a challenge in Norway where a complex debt-collection framework kept highly trained counselors tied up with routine consumer inquiries instead of helping customers with more valuable credit advice. To reduce inefficiency and improve the customer experience, Lowell turned to Microsoft Corporation’s Azure Cognitive Services, along with Microsoft Bot Framework and Azure Bot Service, to build an AI-enabled chatbot.

Microsoft Corporation helped Lowell deploy a smarter chatbot that handles routine questions, supports payment-plan calculations, and passes complex cases seamlessly to human agents. The solution now answers 40 percent of consumer inquiries and increased first-call resolution rates by 20 percent, from 50 to 70 percent, while freeing staff to focus on higher-value consultations and improving outcomes for both consumers and Lowell clients.

Lowell

Carl Udvang

Product Manager